IT Support Specialist

It Support Specialist

Netcraft is the global leader in cybercrime detection and disruption. We're a trusted partner for three of the four largest companies in the world, twelve of the fifty largest banks, and 8 of the largest world governments. We've blocked almost 200 million cyber-attacks to date, and we take down around 33% of the world's phishing attacks. Our purpose and passion are focused on just one thing: protecting the world from cybercrime. We carry that passion through into our workplace too. Our people are highly talented, and everyone is valued for their individual contribution, so we make sure Netcraft is a great place to work. From great benefits to health and wellness and social events, we've got you covered.

The Role

We are seeking an experienced IT Support Specialist to join our team at our office in Melbourne. Reporting to our IT Systems Team Lead in the UK, you'll be responsible for IT support across the company, with a particular focus on the Melbourne office.

Day to day, your responsibilities will be:

• Supporting our IT service desk as the first point of contact for hardware and software issues
• Assisting users (both desk-side and remotely) with support on Windows 10/11, macOS, Android and iOS/iPadOS devices
• Identifying and escalating recurring issues for root cause analysis, while also taking ownership of root cause investigations when required
• Supporting our software stack, including Microsoft 365, Slack and Atlassian apps (e.g. Jira, Jira Service Management and Confluence)
• Procurement, provisioning and maintenance of workstations, phones and other hardware, liaising with manufacturer support where necessary
• Working with our People Team on the JML (Joiner, Mover, Leaver) process
• Onboarding new employees to Netcraft by running induction sessions, explaining the various systems and how to use them
• Helping to grow and maintain our Proxy network
• Working closely alongside our Infrastructure and Security teams in the Platform Engineering department
• Identifying and implementing improvements in our IT operations processes
• Participating in recurring operational tasks, including software licence renewals, patch management and evidence collection for audits
• Participating in the IT/Security on-call roster during AEST/AEDT working hours (currently 1 week in every 2) and out-of-hours (currently 1 week in every 1), responding to high-priority alerts and escalating for help if required

The Reward

Competitive salary reviewed annually

20 days Annual Leave, and 15 days Personal Leave per annum

12% superannuation

4 x salary life cover

Enhanced Parental Leave entitlements

Comprehensive health, safety, and wellness service available 24/7 (family members are also welcome to access this)

Access to learning resources such as Udemy and Coursera to support your continued personal development

Two paid Volunteering Days per year, so you can contribute to your wider community

Meals, snacks, and drinks provided daily in the office

Employee Referral Bonus scheme

Long service bonus payments, in addition to Long Service Leave

Hybrid working options

Regular social events

Inclusive culture and environment, where you'll feel genuinely valued and respected

To Be Successful In This Role, You'll Need:

• A proven track record of a strong troubleshooting ability across the major operating systems: Windows 10/11, macOS, Android and iOS/iPadOS
• The ability to work effectively across time zones, balancing asynchronous collaboration with UK- and US-based colleagues alongside real-time support for users in Australia
• Familiarity with popular SaaS tools, and the ability to adapt to using and configuring tools that are new to you
• To enjoy helping people with their IT issues with a positive, patient and solution-focussed approach
• Professional, clear, and prompt English communication (in person, by email, instant messaging, and on phone/video calls)
• Ability to prioritise multiple tasks of varying urgency, across multiple platforms such as Slack, ITSM, email and walk-up requests
• Absolute integrity and discretion, given your potential level of access to sensitive business data
• Ability to identify improvement and automation opportunities, as well as the willingness to adapt approaches
• To be able to produce clear documentation, and consistently improve existing material to enhance clarity and usability

Bonus Points If You Can Also Bring:

• Experience using Jira Service Management as an ITSM tool
• Knowledge of Microsoft 365 suite administration including Entra ID, Active Directory, Intune and Defender
• Familiarity with the command line on Windows, macOS and Linux platforms, including PowerShell and bash
• Experience writing and maintaining scripts for automation (e.g. PowerShell)
• An understanding of computer networking (TCP/IP, DNS, DHCP, HTTP, ICMP, VLANs) and the ability to independently debug networking issues
• Familiarity using and configuring Atlassian apps
• Familiarity with applying principles from the ITIL framework, in day-to-day work
• A pragmatic security-first approach, balancing protection with usability and efficiency

This is a fast-paced role that will require you to be practical and flexible in your approach.

Diversity, Equity and Inclusion

This is very important to us and through our ally network we support under-represented groups. We actively seek to maintain a positive working environment that is free from bias, harassment or discrimination, and we encourage candidates from any background to apply, regardless of their gender, gender identity, sexual orientation, race/ethnicity, disability, age, religious or cultural beliefs, veteran status, first nations origin, or any other specific characteristics.

We're happy to make any reasonable adjustments to our hiring process to ensure that all candidates can participate fully and comfortably.

Netcraft does not accept any unsolicited approaches from recruitment consultants.